Role of Reliability and Responsiveness of Chatbots in Enhancing Customer Satisfaction in Banking Sector

This study is based on identifying the relationship between reliability and responsiveness of Chatbots on customer satisfaction in Sri Lankan banking sector. Adopted quantitative method, positivism philosophy, deductive approach followed with survey strategy with a sample of 382 banking sector customers who use Chatbots. First objective of the study is to identify the relationship between chatbot’s reliability and customer satisfaction in private banks which satisfied with the results indicating a significant positive relationship between reliability and customer satisfactions. Second objective of the study is to identify the relationship between chatbot’s responsiveness and customer satisfaction in private banks which also satisfied with significant positive relationship between responsiveness and customer satisfaction. This study is based on the banking sector which could be further enriched to other context to get overall implication of enhancing satisfaction with chatbots in service sector. Theoretically this study provides empirical implications based on the insights gathered regarding chatbots in Sri Lankan context. Reliability of chatbots based on the dimensions of probability of success, functionality, duration of responsibility and trustworthiness. Responsiveness is identified as another predictor on satisfaction conceptualized based on quick reaction, optimized images, consistency, and quick automatic navigation.